Head of Guest Experience & Concierge

Company :

Ninety-Six Hotel Collection

Closing date :

12 Jan 2026

Duties and Responsibilities

  • Design and implement guest experience SOPs to ensure exceptional service throughout the guest journey (pre-arrival, stay, and post-departure) including but not limited to executive Floor, arrivals & departures, VIP handling, Guest follow-up
  • Collect and analyse guest feedback to identify trends and areas for improvement and maintain consistency
  • Oversee concierge operations, ensuring guests receive accurate, timely, and personalized assistance (e.g., reservations, transportation, local recommendations).
  • Centralise and manage : In-house restaurant reservations, external premium dining reservations, whilst ensuring guest preferences, dietary needs, and ‘status’ are communicated
  • Coordinate closely with F&B for VIPs and special occasions
  • Oversee all guest transfers, from aairport, business appointments, events whilst ensurIng punctuality, comfort, discretion, and safety, and by liaising with trusted transport partners
  • Develop partnerships with local businesses, other hotels and service providers to offer exclusive experiences.
  • Upsell the ‘services/products’ of the hotel to guest of other hotels.
  • Manage VIP arrivals and special requests, ensuring a seamless and luxurious experience.
  • Coordinate with other departments for personalized arrangements.
  • Raise purchase requests and orders
  • Assist in the preparation of budget, forecast and coordinate with Finance Department for budgeting requirements
  • Handle all incoming and outgoing correspondence as per procedure including guests’ feedback promptly and accurately
  • Always maintain a pleasant and courteous attitude towards guests and colleagues
  • Be fully aware of the Safety & Health Policy and Emergency procedure and abide to it
  • Coach new recruits in the department &existing team
  • Any other cognate duties

Profile

  • Diploma /Degree in Tourism Hospitality Industry or equivalent
  • Clefs d’Or membership or equivalent high-level concierge experience
  • Minimum 2-3 years in a managerial or supervisory role
  • Excellent communication both verbal and written
  • Strong knowledge of Mauritius tourism, culture, premium experiences, and business travel expectations
  • Strong leadership and problem-solving skills
  • Outstanding organisational, time management and planning skills
  • Computer literate
  • Proficient in OPERA and other PMS system
  • Valid driving license
Only the best candidates will be called for an interview.
Apply